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Service Delivery Manager - Diveristy Hiring - GTS - SD
Job ID ITD-0465314
Job type Full-time Regular
Work country India
Work city Bangalore
Job area Operations (all other)
Travel No travel
Job category Project Management
Business unit AppsOnDemand
Job role Service Delivery Manager
Job role skillset General
Commissionable/Sales-Incentive jobs only No
Ensure positive Client satisfaction and Client relationship is maintained
Conduct monthly account performance review with customer
Ensure / Manage communications on day to day service operations are delivered to customer based on ITIL framework
Provide single point of contact and be the advocate between Service Delivery and the AFP/Customer
Manage delivering to contract performance standards and client measurements
Drive/Manage service quality and improvement of service delivery processes
Continually identify ways to reduce cost delivering the services and improve service
Deliver on service commitments- As directed by the APF/Portfolio Managers; drive/manage subcontractors/third party providers
Participate in Technical proposal preparation and submit to AFP’s for review and approval
Participate in account plan/strategy
Understand customer requirements and business opportunity/requirements identification, guidance, support and closure
Provide technical support and participate in the Change Control Board and/or change control process
Provide account leadership/direction and technical support- Participate in response to RFS's on behalf of the delivery organization
Drive/participate and coordinate audit readiness
Drive/participate and coordinate crisis management
Availability Management - Ensure services are available as per agreed SLA's
Continuously identify Process Improvements to ensure that the practices processes are aligned to Global Delivery practices.
Continuously identify ways to improve service & efficiency
Must possess strong process knowledge on Incident Management
Should have basic process knowledge on Problem Management and Change Management
Should have excellent communication skills
Should be willing to work across shifts, a good team player, and work across multiple teams focusing on resolving severity 1 issues,
Should be able to understand the nature of Severity 1 issues and get it resolved by interfacing between technical teams and Management.
Should possess the capacity to work across remote teams and domains to resolve Severity 1 issues.
Should adhere to and resolve Severity 1 issues in line with IGA SDM process
Desired Experience - 8+ Years
Years of experience in job function - 5+ Years
# Service Delivery experience in Infrastructure domain is must.
# Infrastructure domain knowledge is essential.
# Project Management experience preferred
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
If you are using a mobile phone you can submit your contact information rather than complete a full application.
For Further information and apply online : http://www.ibm.com/in/en/